How to measure CSAT score?

• A score of 4 is the most average score, so a score below 4 would be considered a ‘poor score’. 
• A score of 5 could be considered ‘good’ while 6 and 7 could be deemed as a ‘great score’. 

CSAT scores from 5 to 7 are considered a HAPPY or positive score. You can use the general formula of CSAT to identify the percentage of customers who are happy with your services and their own experience. 

CSAT score = total no. of happy responses/ total no. of collect responses X 100

For example, say you have collected 80 responses in total and 52 of those were happy or positive responses. Your CSAT score will be 

CSAT score = 52/80 X 100 = 65%

You don’t need to perform any large analysis to figure out the data. While it may not provide any crucial insight this is an easy and simple method to gauge the customer’s feelings toward the brand and its products/ services. 

You can figure out who the happy customers are and also the unhappy customers. This way you can follow up on the customers who are unsatisfied with your brand to understand their reason. You can then decide how to resolve the unhappy customers and retain them. 

The most common CSAT question is

How satisfied are you with our Brand/Product/Service on a scale of 1 to 10?

You can use the scores received from every customer on this question and calculate an average of it to receive your CSAT score.

CSAT score = Sum of all scores received/ Sum of maximum score X 100

To understand this let’s take an example. Let’s say, you have surveyed 10 customers so the maximum score is 100. 

Now let’s say, the customers gave scores as follows: 5, 7,7,6,4,2,9,8,8,9. The sum total of these scores is 65. 

So the CSAT score = 65/100 X 100 = 65%

When calculating the average score you don’t just consider the ‘satisfied’ score but all the scores. Moreover, you calculate the individual scores you receive against the total score. You can follow up with the customers who gave low-score and identify their issues to help them have a better experience. Also, you can identify your customers who gave high-score and identify your loyal customers to continue giving them a seamless experience.